IT Service Desk Analyst, Cancer Research
£27-32k
More information about location
1-2 days a week in office ( Redman Place, Stratford)
Cancer prevention, awareness and research charity
Be an early applicant
Cancer prevention, awareness and research charity
1001+ employees
Be an early applicant
£27-32k
More information about location
1-2 days a week in office ( Redman Place, Stratford)
1001+ employees
Company mission
To prevent, control and cure cancer through ground-breaking research.
Role
Who you are
- If you have service or support desk experience either within an IT or customer service environment and wish to pursue a career in IT, we would love for you to join our mission
- Previous service or support desk experience (either within an IT or Customer Service environment)
- Demonstrable background in supporting customers with a collaborative and solutions-driven approach
- Good working knowledge and troubleshooting skills for all Windows operating systems
- Broad understanding of all MS Office and Adobe applications
- Good understanding of concepts such as a WAN, LAN, Servers, Intranet, Internet, TCP/IP
- Excellent interpersonal communication skills with a proven ability to communicate effectively with a wide-ranging audience through both verbal and written channels
- Proactive approach and interest in learning and developing new skills and a career in IT
- Either immediately available or on one month’s notice or less
- Unfortunately, we are unable to recruit anyone below the age of 18, so that we can protect young people from health & safety and safeguarding risks
What the job involves
- Reports to: Technology Service Desk Team Lead
- Hours: Full time 35 hours per week
- As an IT Service Desk Analyst, your day-to-day purpose will be to deliver a customer-focused Service Desk approach while providing all of Cancer Research UK’s 4,000+ end users with optimal first-line support
- You will be the first point of contact for Technology queries throughout the charity, which will involve ensuring customer incidents and requests receive appropriate and timely responses, troubleshooting technical issues, monitoring progress, and keeping users updated throughout the incident resolution process
- Providing a high level of customer service to all Cancer Research UK end users ensuring to deliver an optimal level of first-line support
- Receiving and responding efficiently to customer Incidents and Requests via phone, email, and service portal ensuring appropriate action is taken to investigate and resolve them with minimal downtime to systems and services
- Resolving user requests promptly and effectively in line with agreed SLAs
- This will involve proactively ensuring users receive appropriate personal advice and guidance on the effective use of the facilities available to them
- Following up with customers to confirm Incident(s) resolution and/or Request(s) fulfilment
- Logging and managing all customer issues by classification and priority
- Performing first-time fixes where possible or escalating queries where necessary
- Following standard diagnosis and resolution procedures (including commercial and bespoke applications; Windows OS; hardware and peripheral; and network-related issues)
- Reviewing Incident and Request Tickets and data quality to ensure tickets meet IT standards
- Collaborating with support teams while keeping customers informed about progress
- Assisting with the escalation of SLA breaches and compliance failures
- Documenting and maintaining the Services Desk’s processes and procedures whilst contributing to the team’s knowledge base
- Providing project support to service improvement projects ensuring that assigned tasks are completed promptly and accurately
- Performing user account management and administration
- Operating within the Cancer Research UK Technology team’s standards and procedures
Application process
- Closing date: 12 May 2025 23:55
- One telephone interview & one face-to-face competency-based interview (Stratford, London)
- Interview date: From the week commencing 19 May 2025
Salary benchmarks
Our take
The world’s largest independent cancer research charity, Cancer Research UK (CRUK) was founded from a merger between the Cancer Research Campaign and the Cancer Research Fund in 2002. CRC and ICRF had been longstanding pinnacles of the British medical institution, their work dating back to 1902 and 1923 respectively, and the merger signalled a strong step forward for UK medical institutes’ global influence.
A multi-armed charity, CRUK uses both grant-funded researchers and its own employed staff to research the treatments and causes of cancer, whilst its striking advertising and marketing campaigns are responsible for influencing public policy on the causes, prevention, and treatment of the disease. An example of a significant public campaign was Stoptober, which appeared to have triggered a third of a million smokers at the time to try quit tobacco throughout the month of October.
Alongside its pharmaceutical efforts, in 2023 CRUK funded clinical trials for the first-ever proton beam therapy for breast cancer, indicating a focus on technological innovations in the fight against cancer. On this subject, CRUK has also taken part in a billion-pound investment in the Francis Crick Institute, a biomedical research institute that is aiming to make England an international leader in the industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Health & Wellbeing - Health and wellbeing are important to us. We want our people to have time away from work to support their different commitments, needs and interests
- Our occupational health and mental wellbeing support are accompanied by online health assessment tools, Our confidential employee assistance programme is available to all to provide support for any concerns in your work or personal life for ongoing everyday support or free counselling if you need it. We also have a team of Mental Health First Aiders supporting across the organisation
- Our occupational health and mental wellbeing support are accompanied by online health assessment tools, Our confidential employee assistance programme is available to all to provide support for any concerns in your work or personal life for ongoing everyday support or free counselling if you need it
- We also have a team of Mental Health First Aiders supporting across the organisation
- UK-wide savings - Our staff have access to a wide range of discounts, benefits and cashback deals to support you with your financial wellbeing, through our Rewards platform. We offer an online savings and discounts portal covering many widely recognised retailers and brands from electronics, groceries, home and leisure, holidays and more
- Cancer Research UK staff can take advantage of savings through a cycle to work scheme, or an interest free loan to help spread the cost of travel season tickets. Staff also enjoy great benefits in and around our head office in Stratford, London with deals at local shops, bars and restaurants
- Income Protection and Life Assurance - We provide all staff with free insurance policies, paying 50% of your salary if you are unable to work through illness, and up to 4 times your salary for your beneficiaries should the unthinkable happen and you die while in our employment
- Flexible Working - We want our people to have time away from work to support their different commitments, needs and interests. We encourage a flexible working culture, including options such as home-working, reduced or flexi-hours, job shares, job-splits, compressed and core hours
- We offer a high level of flexibility for the vast majority of our office-based roles, meaning that you’ll only be required to work from a specific location for 1 or 2 days a week on average
- Annual Leave - For the majority of our roles we offer 25 days holiday a year plus bank holidays, and an extra day for Christmas Eve. You can choose to use the religious bank holidays flexibly. On top of this, you can choose to buy up to 1 week’s additional holiday each year
Company HQ
Stratford, London, UK
Leadership
Previously Non-Executive Director of NHS England for 4 years, and Chief Executive of the MS Society for 5 years.
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